Patient and public experience in the NHS

This report brings together, for the first time, the scattered evidence on patient views of the NHS. The report uses over 40 different charts to give a comprehensive assessment of the Government’s efforts to create a patient-led NHS.

Background

In 1997, the newly elected Labour government outlined a ten-year quality agenda for health that promised to put quality at the heart of the NHS. During the implementation of that agenda, The Health Foundation has monitored and reported on the quality of healthcare in England.

As part of this agenda, developing a patient-led NHS has become an increasing policy priority. It has driven various measures and reforms aimed at improving access, offering choice and improving facilities.

About QQUIP

Patient and public experience in the NHS is published by the Quest for Quality and Improved Performance (QQUIP) programme. QQUIP is a five-year, £2.5 million research initiative of The Health Foundation. It was set up to help answer three fundamental questions:

• What is the current state of quality and performance?
• What works to improve quality and performance?
• Are we getting value for money from what is spent on the NHS?

What do patients want?

Much of The Health Foundation’s work examines quality of care in a broad sense. But this report focuses on one key aspect: patient and public experience. Analysing survey data from a wide range of sources, it looks at how responsive the NHS is to the needs and wants of patients and the public. It also assesses the extent to which the explicit policy goal of ‘patient-centredness’ has been attained.

Patient and Public Experience in the NHS begins by examining the policy context and general perceptions. The main sections concern two key questions: what is important to patients and the public, and what do patients want? Data analysis shows that patients and the public prioritise:

•  information, communication and involvement in decision-making about care
• being treated as an individual
• choice where it makes a difference
• predictable and convenient access
• equitable care and health outcomes
• being safe and protected in healthcare settings.

Findings

The report identifies several key areas that could be improved to help the NHS become a truly patient-centred institution:

• better provision of information to and communication with patients
• engagement of the patient in shared decision-making about treatment options
• geographic convenience and ease of transport to health services
• improvements in patient safety.

Who should read this report?

This report is intended for healthcare decision makers, including policy makers, managers, clinical leaders, researchers and patient groups. They should use this independent source of data to inform decisions and take actions that will lead to better quality of patient care.